The incumbent serves as a Lead Medical Support Assistant (MSA) within Health Administration Service at the VA Illiana Health Care System Community Based Outpatient Clinic (CBOC) in Peoria, IL, providing support to the Supervisory Medical Support Assistants and Advanced Medical Support Assistants in Patient Aligned Care Team (PACT) or Specialty Clinic areas. The incumbent is responsible for a wide range of assignments and provides administrative support to the section.

Duties

DUTIES: Monitors and makes work assignments for lower grade MSA positions. Provides input on MSA performance and resolves workplace issues. Works with supervisor to plan, distribute, and balance MSA workload and flow. Assists supervisor in creating and maintain employee work schedules. Conducting on-going reviews to ensure quality of work. Provides orientation and on-the-job training for new and current employees on clerical processes in an efficient and effective manner to ensure functions and goals are understood and met. Provides guidance to staff members to include changes in policies and procedures. Assists the Scheduling Training/Auditor with completion of scheduling audits of lower grade MSA positions. Responsible for preparation and analysis of various reports in support of performance measures and monitors for submission to Service Line, Facility, and VISN leadership. Schedules appointments timely and accurately in accordance with VHA directives. Ensures data is entered in VS GUI accurately. Reviews pending consults to ensure appropriate scheduling action Is taken within VHA directed time frames. Reviews pending Return to Clinic (RTC) orders for action and appropriate closure. Reviews open encounters for action and appropriate closure. Collects and updates insurance information in the insurance capture buffer (ICB) software from Veterans, family members and other eligible patients. Supports clinic profile management and clinic utilization via various reports. Maintains appointment schedules for one or more outpatient clinics. Prepares correspondence, reports and memos as needed. Screens/receives phone calls in a courteous and timely manner, determines the nature of request and provides the information desired using privacy rules and established clinic processes. Promotes Veteran registration for and utilization of MyHealth-e Vet (MHV) Incumbent updates all patient demographics. Reviews, monitors, and follows up on Veterans waiting on appointments greater than 30 days and takes appropriate action. Reviews and assists with handling delinquent Recall Reminders to ensure patients receive the appropriate contact attempts to get scheduled timely. All other duties as assigned. Work Schedule: Monday to Friday, 7:45 am to 4:15 pm Telework: Not available. Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not authorized Permanent Change of Station (PCS): Not authorized Financial Disclosure Report: Not required

Requirements

Qualifications

BASIC REQUIREMENTS EDUCATION/EXPERIENCE: Must possess six (6) months experience of clerical, office, customer service or other administrative work that indicates the ability to acquire the particular knowledge and skill necessary to perform the duties of the Medical Support Assistant. OR Must have successfully completed one (1) year above high school. This education must have been obtained in an accredited technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university. (TRANSCRIPTS REQUIRED) OR Equivalent combinations of experience and education are qualifying for entry level. (TRANSCRIPTS REQUIRED) GRADE DETERMINATION: In addition to meeting the Basic Requirement, one must have the required specialized experience in order to qualify as a Lead Medical Support Assistant, GS7. SPECIALIZED EXPERIENCE: Must have one (1) year of experience that is directly related to the duties of a MSA and that equips you with the particular knowledge, skills, and abilities to perform successfully the duties of this position. To be creditable, this experience must be equivalent to the next lower grade level, GS-6, and demonstrate the knowledge, skills, and abilities associated with current MSA responsibilities. Experience at this level includes but is not limited to: Providing specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. Recommending changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Coordinating with the patient care team to review clinic appointment availability utilization to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics and making adjustments as necessary. Maintaining effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities. Preparing correspondence to notify patients of normal lab results. Managing a system for follow-up care such as consults, tests, etc.). Processing incoming patient secure messaging through MyHealthyVet and coordinating with care team as appropriate. Participating in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team. Setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs. Identifying incomplete encounters and communicates findings to providers. Assisting the team to reinforce the plan of care and self-help solutions. Entering appropriate information into the electronic record. Monitoring pre-appointment information and/or requirements to assure readiness for patient visit/procedure. Managing patient systems to verify and validate accuracy and resolve issues. Evaluating patient information and clinic schedule lists to determine whether the patient requires an immediate appointment. Informing team members about shared patients. AND KNOWLEDGE, SKILLS, AND ABILITIES: You also must demonstrate the following KSAs: Advanced knowledge of medical terminology and a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or community resources. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. Skill in communicating with individuals to obtain the desired effect [and coordinating with a variety of interdisciplinary care team staff]. Ability to provide staff development and training. Ability to manage staffing requirements, manage workflow priorities, and adjust the flow of work to meet team and patient needs. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work across multiple clinics. REFERENCE: VA Handbook 5005/117, Part II, Appendix G45, Medical Support Assistant Qualification Standards. Physical Requirements: The work is primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, repetitive keyboarding, or carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset.

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Contacts

• Address Danville VA Medical Center 1900 East Main Street Danville, IL 61832 US
• Name: Danielle Taylor
• Phone: 217-554-4508
• Email: [email protected]